Certificate in Retail Knowledge (RQF) Level 3

Certificate in Retail Knowledge (RQF) Level 3


Working in retail is dynamic and fast paced. Available as a Level 3 Certificate the course is designed to further develop your knowledge and understanding of the retail sector whether you currently work in retail or are looking for a career change. From stock management to store operations, this qualification will help you demonstrate the unique requirements of a supervisory role in the retail sector.

Course modules

Module One: Understanding customer service in the retail sector(K/502/5803)

On completion of this module you will:

  • Understand the effect of customer service on retail business
  • Understand how retail businesses ensure customer service standards are met
  • Understand how customer complaints are resolved in a retail business
  • Understand how customer service is monitored in a retail business

Module Two: Understanding the management of risks to health and safety on the premises of a retail business (F/502/5824)

On completion of this module you will:

  • Understand the health and safety responsibilities of employees and employers
  • Understand the management of potential risks to health and safety on the premises of a retail business
  • Understand the management of emergency procedures on the premises of a retail business
  • Understand the management of accidents in the retail environment

Module Three: Understanding the retail selling process (F/502/5807)

On completion of this module you will:

  • Understand how communication techniques can be used to help the customer choose products
  • Understand the benefits and maintenance of product knowledge
  • Understand legislation relating to selling in the retail environment
  • Understand techniques for maximising sales

Module Four: Understanding the development of personal and team effectiveness in a retail business(A/502/5787)

On completion of this module you will:

  • Understand the recruitment process
  • Understand how individuals and teams are developed within a retail business
  • Understand effective communication within retail teams in retail business
  • Understand how conflict is resolved within teams in retail business
  • Understand the link between improved personal performance and improved business performance
  • Understand how to review the personal performance of retail team members
  • Understand the general principles of employment law

Module Five: Understanding how the smooth operation of a payment point is maintained(M/502/5799)

On completion of this module you will:

  • Know how a payment point is made ready for trading
  • Know how to deal with queries raised at the payment point
  • Understand the routine monitoring of a payment point
  • Know what actions should be taken at the payment point when abnormal operating conditions apply
  • Understand how the accuracy of till operation is monitored
  • Know how to implement end-of-shift procedures at a payment point

Module Six: Understanding how the effectiveness of store operations can be improved (H/502/5802)

On completion of this module you will:

  • Understand the process of improving store operations
  • Understand how to communicate with and motivate those involved in bringing about change and improvement in store operations
  • Understand how the organisation and scheduling of staffing contributes to the effectiveness of store operations


This is a knowledge based distance learning course. No previous sales or marketing experience is needed and it doesn't require you to carry out a placement. However, any practical work experience would be an advantage to you.


After each lesson there will be a question paper which needs to be completed and submitted to your assessor for marking.

This method of continual assessment ensures that your assessor can consistently monitor your progress and provide you with assistance throughout the duration of the course.

You should allow at least 1 - 2 hours of study to complete each question paper. The approximate amount of time required to complete the course is 160.02 hrs.

Qualification number: 60118738

To gain the qualification you will need to successfully complete all the units in the course.
Please note: Online access is required in order to complete this course.

Innovate Awarding

Innovate Awarding are a national Awarding Organisation with a collaborative approach to doing business. They work with employers, training providers and FE Colleges of all shapes and sizes to design, develop and award nationally recognised qualifications. Innovate Awarding cover lots of different sectors and offer off-the-shelf, customised and tailored qualifications as well as providing a mapping service for existing training programmes. Innovate are currently offering over 100 qualifications across 11 different sectors.

Developing your career

Most experts and leaders in retail started on the 'shop floor'. Retail success is about having a feel for knowing what the customer wants and recognising changes in customer trends. There is no substitute for gaining experience at the 'coal face' so to speak. In order to progress you also need to demonstrate your passion for the industry and be inquisitive in terms of your desire to understand the finer points of running a retail business.

How can I progress my career in retail?

This qualifications serves as a clear signal of intent that you want to broaden your understanding of what it takes to run a successful retail operation. This qualification covers how to interact with customers as well as management level issues like operating a payment point successfully and collaborating with other parts of the retail operation such as marketing, sales and customer service. The course isn't sector specific so the knowledge and skills you gain will help you progress in any area of the retail sector.

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Ways to pay

Pay with Advanced Learner Loan
(No repayments until your salary reaches £21,000)
Loan registration fee = 
Loan funding amount = 
Total fee = 

Pay in full - £651.60
(By credit or debit card)

160 Guided learning hours
6 Modules
Available online
Technical requirements


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